Internet Customer Support Agent
The Internet Customer Support Agent will be working in a highly charged environment and will be expected to maintainnan intensity throughout the work shift. Interacting with web site visitors on a continuous the ICSA will develop a business relationship with web site visitors and provide professional customer information related to the customer's vehicle preferences, assist in navigating the web site, provide a full range of manufacturer vehicle data, and assist in arranging a visit to our dealership showroom for completion of a vehicle purchase.
Job Description
1.
Generate favorable outcomes:
a.
Create value for and build rapport with the customer
b.
Develop and hand-off opportunities to sales team
i.
Determine whether the customer will come to the store; if so, set appointment
ii.
Capture relevant customer information to generate a lead for sales team
iii.
Provide deep background data regarding the prospect as appropriate (# visits, time on site, etc.)
c.
Monitor past chatters on the web site, and keep the sales team in the loop
2.
Develop and follow effective processes
a.
Develop new chat invitations, talk tracks, and snippets
b.
Develop fact-based assessments of which chat invitations do and don’t work
c.
Develop fact-based assessments of which talk tracks and processes generate the highest number of set appointments
d.
Develop fact-based assessments of which talk tracks and processes generate the highest number of kept appointments
3.
Collect Data
a.
Collect data that will support fact-based assessments
b.
Establish data collection and tracking system
c.
Determine which customers have met with the dealership
d.
Determine which customers have purchased from the dealership
4.
Communicate:
a.
Report regularly to the appropriate manager or designate
b.
Convey trends and results at the end of every month
5.
Perform
a.
Assist in the development of goals and targets
b.
Achieve goals and targets
c.
Multi-task and prioritize work
d.
Demonstrate proficiency with appropriate computer systems
6.
Behaviour
a.
Demonstrate appropriate dress, conduct and professionalism at all times within the company and with customers |
